> ## Documentation Index
> Fetch the complete documentation index at: https://help.fieldpulse.com/llms.txt
> Use this file to discover all available pages before exploring further.
# Setting Up Email & SMS Templates
> Build reusable email and SMS templates in FieldPulse that auto-fill with job and customer details, set your email sender defaults, and attach files.
> **Who uses this:** An Admin creates email and SMS templates — templates live in Company Settings, which only Admin users can view. **Availability:** All regions · Customer communications must be enabled on your account.
A template is a [customer communication](https://www.fieldpulse.com/features/customer-communication) — an email or a text message — that you write once in FieldPulse and send many times. Field Values inside the template pull each customer's own details into the message, so an appointment reminder names that customer, that job's start time, and that job's location, even when FieldPulse sends it automatically.
## Overview
You build email and SMS templates in **Company Settings** > **Customer Communications**, on the **Email Templates** and **SMS Templates** tabs. Every template needs an internal template name that your customers never see. An email template also needs a subject line and an email body; an SMS template needs an SMS body.
Field Values are what make a template reusable. When you select **Insert Field Value** while writing a template, FieldPulse drops in a placeholder — **Customer First Name**, **Job Start Date**, **Job Location** — and fills it from the details already entered on the job and [customer records](https://www.fieldpulse.com/features/customer-management).
Once a template exists, you can send it by hand from a job or customer record, or tie it to an [automatic trigger](/customers/communications/automatic-triggers) so FieldPulse sends it on its own. Messages worth templating include:
* Feedback requests
* "Your technician is on the way" notifications
* Appointment reminders
This page also covers the **Email Settings** tab, which controls the address, name, and logo your customers see on every email FieldPulse sends for you.
## Video walkthrough
## Before you begin
* **Confirm customer communications are enabled** on your FieldPulse account.
* **Sign in as an Admin.** Templates and email settings both live in Company Settings, which only Admin users can view.
* **Decide the internal names you'll use.** Customers never see the template name, so name each one for what the message is about — your team picks templates from that list later.
## Step-by-step setup
### Create an email template
1. Go to **Company Settings** and select **Customer Communications**.
2. On the **Email Templates** tab, select **Create New**.
3. Enter a **Template Name**. Customers never see this name, so use it to say what the email is for.
4. Write the **Subject Line** and the **Email Body**.
5. To pull a customer's own details into the message, select **Insert Field Value**.
6. Choose the detail to insert — **Job Location**, **Job Start Date**, **Customer First Name**, and so on. FieldPulse fills each Field Value from the details already entered on the job and customer records.
7. Check the finished message. Each Field Value sits in the body as a green placeholder that FieldPulse fills in with that customer's and job's details.
8. Select **Save**.
### Create an SMS template
1. In **Customer Communications**, select the **SMS Templates** tab, then select **Create New**.
2. Enter a **Template Name** that says what the message is about. As with email templates, customers never see this name.
3. Write the **SMS Body** — the text message your customer receives.
4. Select **Insert Field Value** to personalize the message, the same way you would in an email template.
5. Select **Save**.
### Set your email sender defaults
Email settings decide which address and name your customer sees in their inbox, and whether your logo appears at the top of the email. The Settings reference below lists what each option does.
1. In **Customer Communications**, select the **Email Settings** tab.
2. Choose the **Default 'From' Email Address Method** — one designated address for every customer email, or the address of whoever created the email.
3. Choose the **Default 'From' Name Method** — one designated name on every email, or the full name of the associated user.
4. Choose the **Default 'CC' Email Address Method**, which offers the same two options. Use it to CC the front office on every customer email.
5. Toggle **Display Logo In Email Communication Header** on to show your company logo above the email.
6. Select **Save**.
### Attach files to a template
Both the **Edit Email Template** and **Edit SMS Template** screens carry an **Attached Files** picker and an **Upload** button under **Additional Files**, so you can build a file or photo into the template itself. One message can carry several attachments, though you select and upload the files one at a time. The **File attachment limits** table below gives the size caps.
To attach a file to a single message as you send it, from the web app or the FieldPulse mobile app, see [How to Send Communications to Customers](/customers/communications/sending).
## Settings reference
### Email settings
| **Setting** | **Options** |
| ---------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Default 'From' Email Address Method** | **Designated Email Address** — one address sends all customer emails, and FieldPulse prompts you to enter that address. **User's Email Address** — the sending address changes based on who created the email. |
| **Default 'From' Name Method** | **User's Full Name** — the name of the associated user appears on the email. **Designated Name** — one name appears on all customer emails, and FieldPulse prompts you to enter that name. |
| **Default 'CC' Email Address Method** | The same two options as the 'From' address. Use it to CC the front office on every customer email, for example. |
| **Display Logo In Email Communication Header** | Toggle on to show your company logo in the email header. |
### Field Values
**Insert Field Value** offers job details and customer details. Scroll the list to see every option. The available Field Values include:
* Job Title
* Job Location
* Job Start Time
* Job Start Date
* Job End Time
* Job End Date
* Job Assigned Team Members
* Job Notes
* Customer Display Name
* Customer Full Name
* Customer First Name
* Customer Last Name
* Customer Arrival Window Start Time
* Customer Arrival Window End Time
### Email statuses
After an email sends, its status tells you how far it got:
| **Status** | **What it means** |
| ------------ | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Blocked** | The email did not reach the recipient's server — often a sending address on a blacklist, content that tripped spam filters, or a domain-level policy. Ask your customer to check their spam folder. |
| **Deferred** | The email was not delivered on the first attempt and is queued for another try — usually a full inbox or a temporarily unavailable server. Email systems normally retry these on their own. |
| **Sent** | The email reached the recipient's mail server. That does not guarantee it landed in the inbox, since it can still be blocked or filtered at a later stage. |
| **Open** | The recipient opened the email you sent. |
| **Clicked** | The recipient opened the email and selected one or more links inside it. |
For the full delivery-status list, including the statuses that email and SMS share, see [Customer Communications Overview](/customers/communications/overview).
### File attachment limits
| **Type** | **Limit** |
| --------------------- | ------------------------------------------------------------------------------------------------------ |
| **Email attachments** | 10 MB per file. |
| **SMS attachments** | No size limit. FieldPulse texts your customer a link to a file viewer instead of the files themselves. |
"*Please click the link below to view all files.*" is default FieldPulse text on SMS attachment messages and cannot be removed or edited.
## Related articles
* [Setting Up Automatic Communication Triggers](/customers/communications/automatic-triggers)
* [How to Send Communications to Customers](/customers/communications/sending)
* [Customer Communications Overview](/customers/communications/overview)
* [Customer Notification Preferences and SMS Opt-Out Details](/customers/communications/notification-preferences)
* [Job Confirmations Overview](/customers/communications/job-confirmations)
Your templates are ready when you can pick one from a job or customer record, see the Field Values already filled in with that customer's details, and send it without editing a word.
## Related topics
- [Customer Portal Overview](/customers/customer-portal/customer-portal.md)
- [Customer Communications Overview](/customers/communications/overview.md)
- [Setting Up Customer Arrival Windows](/jobs/jobs-tasks/customer-arrival-window.md)
- [Customer Notification Preferences and SMS Opt-Out Details](/customers/communications/notification-preferences.md)